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cant send picture becaue low account

Since day one of my wife's phone she has not been able to send a picture because it always says 'whoops low account balance. She has the unlimited voice text and 500mb data. She use her phone very little and never low on any data for almost a year now. I think this is a billing problem and I wonder if it could be fixed?

This is freedompop to PC which the carrier is frontier. That should not be a problem because I send pictures to my PC all the time, but she can't. She does not have gmail account and I suppose I could try that but would rather get her phone to work like mine because I know it can be done.

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